If an event is missing from Alarm.com history, appears later than expected, or shows an unexpected time, first determine whether the event actually occurred at the Qolsys panel and whether the system was communicating normally at that time.
These instructions apply generally to:
Depending on your equipment and service, Alarm.com history may include events such as:
Not every device action or sensor change is necessarily displayed the same way.
Before troubleshooting, determine exactly what you expected to see.
For example:
Record the approximate actual time.
Refresh the Alarm.com app or website.
If necessary:
If the event involved the alarm system, check the physical panel when possible.
Determine whether the panel shows information related to the event or trouble condition.
The physical panel can help distinguish between a system event and an Alarm.com display or communication issue.
If the Qolsys system was Offline when the event occurred, Alarm.com information may have been delayed.
Check for:
Record any trouble that occurred around the same time.
If an event eventually appears but its notification or history entry was delayed, the system may have experienced temporary communication trouble.
Record:
If this happens repeatedly, contact CommTech Systems.
Compare the displayed event time with the actual local time.
Determine whether the difference is:
A consistent one-hour difference may be related to time or daylight-saving settings.
Contact CommTech Systems if event times remain consistently incorrect.
If the Qolsys panel itself displays the wrong time, note how far it differs from the correct local time.
Do not make unrelated system changes.
Contact CommTech Systems if the panel time does not correct itself.
If the physical panel shows the correct time but Alarm.com events consistently show an incorrect time, take a screenshot of the Alarm.com history if possible.
Contact CommTech Systems.
If you know the system was armed or disarmed but cannot find the event:
If the event remains missing, contact CommTech Systems.
If an actual alarm occurred but Alarm.com history does not show it, contact CommTech Systems.
Provide:
Do not intentionally trigger another alarm to test the history.
If the monitoring center received an alarm but you cannot find the event in Alarm.com, contact CommTech Systems.
The fact that the monitoring center received a signal is important troubleshooting information.
Not every ordinary door or window opening will necessarily appear in Alarm.com history in the same way.
If you are expecting a particular sensor activity event, first check whether the Qolsys panel correctly recognizes the sensor opening and closing.
If the panel does not recognize the sensor, troubleshoot the sensor itself.
If a smart lock was operated but the expected activity does not appear:
If lock activity repeatedly fails to appear, contact CommTech Systems.
If garage door activity is missing, verify:
If the door status itself is incorrect, contact CommTech Systems.
If the event appears correctly in Alarm.com history but you did not receive a push, text, or email notification, the problem is more likely related to the notification configuration or delivery.
The event itself reached Alarm.com.
Check the applicable notification settings and phone permissions.
If history shows the correct event time but your notification arrived much later, the issue may involve notification delivery rather than the event itself.
Record both times if the problem happens repeatedly.
If both the history entry and notification appeared late, check whether the Qolsys system had communication trouble when the event occurred.
If different authorized users see different information, verify that both are viewing:
If the difference remains, contact CommTech Systems.
If the property recently lost Internet service, check whether the Qolsys system is currently Online.
Internet-connected services and devices may have experienced delayed updates during the outage.
If events continue to be missing after communication is restored, contact CommTech Systems.
A power outage can affect:
Check for AC Power Failure, Panel Low Battery, or communication trouble around the time of the missing event.
If Alarm.com history appears normal until a particular date or time and then stops updating, check whether the system went Offline around that point.
Also determine whether current remote commands are working.
Contact CommTech Systems if history remains stalled.
If several events appear after communication returns, there may have been a temporary communication interruption.
If this happens repeatedly, contact CommTech Systems so the connection can be investigated.
If the same event appears multiple times, do not delete devices or change system settings.
Take a screenshot if possible and contact CommTech Systems if duplicate events continue.
If Alarm.com shows activity associated with a user you do not recognize, treat this as an account or access concern.
Do not share passwords or codes through the chatbot.
Contact CommTech Systems promptly and provide the user name displayed and the date and time of the event.
If the system shows an Arm or Disarm event that you cannot explain:
If you still cannot explain the event, contact CommTech Systems.
If history shows a smart lock was unlocked and you cannot identify why, physically secure the property if necessary.
Review the displayed user or action information and contact CommTech Systems if the event cannot be explained.
For intermittent history problems, a screenshot can be very helpful.
Capture:
Do not include private codes or passwords.
Do not intentionally cause a burglary, fire, carbon monoxide, police, or medical alarm merely to see whether Alarm.com history works.
Contact CommTech Systems if a proper monitored system test is needed.
Missing or incorrect history is not a reason to remove sensors or connected devices from the system.
Do not factory reset the Qolsys panel because Alarm.com history is missing, delayed, or displaying an incorrect time.
Contact CommTech Systems if:
When requesting assistance, provide:
For your security, do not provide alarm codes, door-lock codes, passwords, monitoring verification information, or other private account credentials through the support chatbot.